Solving HR Service Challenges with ServiceNow HRSD: A Real-Life Success Story

Sounds familiar? You’re not alone.

Let’s look at a real example of how a global enterprise faced these challenges and what they did to turn things around with ServiceNow HRSD.

The Problem: A disjointed HR experience

Imagine a multinational company operating in over 100 countries with thousands of employees. HR processes had evolved over time in different local offices, leaving teams with multiple, disconnected systems for handling HR requests.

Here’s what went wrong:

• No centralized knowledge base: Employees couldn’t find answers to simple questions.
• Low satisfaction: Employees were frustrated by inconsistent responses and long case resolution times.
• Manual processes: HR teams wasted hours assigning and routing cases by email.
• Lack of transparency: No visibility on case progress, so employees had to chase updates.

As a result, the HR department was viewed as slow, unhelpful, and costly.

The Turning Point: Choosing ServiceNow HRSD

This global organization decided it was time to change. Their key priorities were:

• Centralized communication between HR and employees.
• A consistent, automated way to manage HR cases.
• Transparency in case progress.
• Global standardization with room for local adaptations.

ServiceNow HRSD was selected because it offered exactly what they needed: a single platform that could digitize HR services, automate case management, and give employees a one-stop shop for HR support.

The Solution: Building an employee-centered HR service

With ServiceNow HRSD, the organization deployed a modern HR service management approach. Here’s how it worked in practice:

• Employee Center became the central hub for HR communication. Instead of scattered emails, employees could now open requests, track their status, and browse a knowledge base — all in one place.
• Automations took over repetitive tasks. HR case routing, notifications, and status updates no longer needed human intervention, saving time and reducing mistakes.
• Localization was critical for a global rollout. The platform supported translations and tailored services for different countries, creating a consistent but locally relevant experience.
• Structured knowledge management meant that policies, benefits information, and procedures were easy to find, reducing routine queries to HR teams.
• Employee onboarding was transformed: self-service tools let new hires book desks, plan their first day, and complete documentation smoothly.

In other words, HR became a strategic partner rather than an administrative burden.

Real Results: From complaints to confidence

Within just a few months of going live, the company saw remarkable outcomes:

• Higher employee satisfaction scores thanks to transparent case handling.
• Faster resolution times by automating manual steps.
• More consistency across countries and offices.
• HR teams freed up to focus on complex, strategic work instead of routine questions.

Perhaps most importantly, the Employee Center created a sense of trust — employees finally had a reliable place to go for answers and support.

Could your organization face the same challenges?

If your HR team is struggling with:

• slow ticket handling
• low employee satisfaction
• a flood of repeated questions
• poor reporting on HR performance

…you may be experiencing exactly the same pain this global enterprise once faced.

ServiceNow HRSD can be the catalyst for change. It brings together case management, self-service portals, knowledge bases, and automation on one proven platform, so you can move from firefighting to building a future-ready HR service.

Why act now?

As hybrid and global work continue to grow, employees expect consumer-grade experiences from their HR teams. They want quick answers, transparency, and the ability to help themselves. ServiceNow HRSD delivers precisely that.

If you’re ready to modernize HR and build trust in your organization, now is the time to explore what ServiceNow HRSD can do for you.